Column: One Good Idea: Quality Cliches: How to Use Trite Statements to Leverage Quality Efforts

Article

Grahn, Dennis (1997, ASQC)Menasha Corporation, Neenah, WI

Quality Progress Vol. 30 No. 4

QICID: 13225 April 1997 pp. 160

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Article Abstract

Clich�have advantages and disadvantages that can be explored by small discussion groups. This exercise identifies those statements that are clear and effective and prevents the thoughtless use of phrases that invite misinterpretation and cynicism. For example, at Menasha Corporation, groups analyzing "customer satisfaction" suggested that caring and anticipation are prerequisite to going beyond customer satisfaction. "Customer driven" was seen as too reactive; better terms could be "customer driving" or "customer leading." Groups suggested that "internal customer" more appropriately be phrased as "partner." The reaction to "The customer is always right" was that it really means: "The customer is not always right, but he or she is always the customer."